I wish they would listen.

rahlquist · July 19th, 2007, 2:19 PM

Ok here are the things I WISH that Surpass would get handled.

Close completed support tickets and either delete or hide them.
If surpass employees are going to post in surmunity they should be uniform in response. In other words its all fine and dandy to post a reply to someone giving you kudos, but when someone complains about poor service you need to answer them as well.

Deal with the daily issues some of us seem to have with pop dropping off the face of the earth. Lets face it we are in the age of the crackberry, email is important to some folks.

**Dan** · July 19th, 2007, 3:29 PM

We answer just about every post in here.. no complaint post goes unanswered or is deleted or magically dissapears. If it is a complaint about a server there may be a delay in getting back to the complaint while we look into it. I have no idea where this is coming from..

Besides the fact that no staff is required to come here and post at all.. this is a user forum. We do this out of the kindness of our hearts.

**Alex** · July 19th, 2007, 3:39 PM

Can you pls provide ticket IDs or a domain name that we could reference so that we can better assess as to why your issues weren't handled correctly previously??

CoasterBGW · July 19th, 2007, 4:30 PM

I usually see more staff replies to complaint threads than compliment threads.

**removed** · July 19th, 2007, 7:52 PM

Quote:

Originally Posted by rahlquist

Close completed support tickets and either delete or hide them.

That's pretty easy to take care of. Reply to the ticket with "Please close this ticket" or something similar, and we'll gladly close it out for you instead of leaving it 'On Hold'.

Quote:

Originally Posted by rahlquist

If surpass employees are going to post in surmunity they should be uniform in response. In other words its all fine and dandy to post a reply to someone giving you kudos, but when someone complains about poor service you need to answer them as well.

Surmunity is officially a user-to-user forum as Dan has already explained. Posting here is something we do on the side just to be helpful. As much as we'd like to answer everything, I guarantee you that most of the posts by employees here happen when we are off the clock.

Quote:

Originally Posted by rahlquist

Deal with the daily issues some of us seem to have with pop dropping off the face of the earth. Lets face it we are in the age of the crackberry, email is important to some folks.

I don't think we've ever refused to deal with an issue. Sometimes it takes a bit of troubleshooting to get something taken care of, so things (especially sporadic email issues) can take a while to fix.

sshum · July 20th, 2007, 5:33 PM

Quote:

Originally Posted by removed

That's pretty easy to take care of. Reply to the ticket with "Please close this ticket" or something similar, and we'll gladly close it out for you instead of leaving it 'On Hold'.

I have done this to a lot of my tickets, and some times they just put it back on hold.

**removed** · July 20th, 2007, 5:43 PM

Hmm, that shouldn't happen. Feel free to post any tickets here that you need closed out -- I'll gladly take care of it for you, and talk to the tech who just put them back on hold.

sshum · July 24th, 2007, 1:27 PM

Ticket, NHH-315877

I have asked to close this ticket twice

Quote:

Stuart,

We will be putting your ticket on hold as we do not close tickets unless they are duplicates. This does not effect the status of the ticket from your end. Please let us know if you need further assistance.

**removed** · July 24th, 2007, 1:43 PM

Ok, ticket closed.

July 19th, 2007, 2:19 PM	#1 (permalink)
rahlquist Registered User Seasoned Poster Joined in Oct 2006 Lives in Villa Rica, GA Hosted on pass66 92 posts Gave thanks: 6 Thanked 4 times	I wish they would listen. Ok here are the things I WISH that Surpass would get handled. Close completed support tickets and either delete or hide them. If surpass employees are going to post in surmunity they should be uniform in response. In other words its all fine and dandy to post a reply to someone giving you kudos, but when someone complains about poor service you need to answer them as well. Deal with the daily issues some of us seem to have with pop dropping off the face of the earth. Lets face it we are in the age of the crackberry, email is important to some folks.

July 19th, 2007, 3:29 PM	#2 (permalink)
Dan Staff of Surpass Super #1 Joined in Apr 2007 2,738 posts Gave thanks: 151 Thanked 184 times	We answer just about every post in here.. no complaint post goes unanswered or is deleted or magically dissapears. If it is a complaint about a server there may be a delay in getting back to the complaint while we look into it. I have no idea where this is coming from.. Besides the fact that no staff is required to come here and post at all.. this is a user forum. We do this out of the kindness of our hearts. __________________ D4nz Net - Surpass Help Desk - NES Forever Use the thanks button. It works! AIM: dansorl

July 19th, 2007, 3:39 PM	#3 (permalink)
Alex I love Spicy! Excelling Contributor Joined in Jun 2007 Lives in O-t0wn, Flowda 703 posts Gave thanks: 27 Thanked 44 times	Can you pls provide ticket IDs or a domain name that we could reference so that we can better assess as to why your issues weren't handled correctly previously?? __________________ Sauce 'em up Surpass Style! <=== Meet Bonzai, my fish.

July 19th, 2007, 4:30 PM	#4 (permalink)
CoasterBGW Registered User Seasoned Poster Joined in Aug 2004 Lives in Endwell, New York Hosted on Dedicated 68 posts Gave thanks: 9 Thanked 6 times	I usually see more staff replies to complaint threads than compliment threads. __________________ Matt Rydzik http://coaster-net.com "Your Guide to the World of Extreme Thrills!" COASTER-net Dedicated:

July 20th, 2007, 5:43 PM	#7 (permalink)
removed Surpass Abuse Admin Super #1 Joined in Mar 2005 Lives in Houston, TX Hosted on NONE 7,797 posts Gave thanks: 11 Thanked 278 times	Hmm, that shouldn't happen. Feel free to post any tickets here that you need closed out -- I'll gladly take care of it for you, and talk to the tech who just put them back on hold. __________________ Unofficial IRC Channel: #surpass EFNet Unofficial = No official support. Support requests can be submitted to our helpdesk.

July 24th, 2007, 1:43 PM	#9 (permalink)
removed Surpass Abuse Admin Super #1 Joined in Mar 2005 Lives in Houston, TX Hosted on NONE 7,797 posts Gave thanks: 11 Thanked 278 times	Ok, ticket closed. __________________ Unofficial IRC Channel: #surpass EFNet Unofficial = No official support. Support requests can be submitted to our helpdesk.

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